At Chesterfield Models, we are committed to providing you with high-quality models and excellent customer service. This policy outlines our shipping procedures and how we handle returns.

Shipping Policy

1. Order Processing:

• We aim to process and dispatch all orders as quickly as possible. Our standard processing time is 1 business day (Monday to Friday, excluding UK bank holidays).
• Processing times may be longer during peak seasons or for special order items (including custom 3D designs/prints). We will notify you if there is a significant delay in processing your order.
• You will receive an order confirmation email once your order is placed, and a dispatch confirmation email once your order has been shipped.

2. UK Shipping:

• Standard Delivery: We use Royal Mail 2 day delivery (or a similar reputable courier) for most UK orders.
• Upgraded Delivery: You may have the option to upgrade your shipping at checkout for a faster service, subject to availability and additional cost.
• Shipping Costs: Shipping costs are calculated based on the weight and size of your order and the delivery service selected. The total shipping cost will be displayed at checkout before you complete your purchase.
• Delivery Times: While we aim for deliveries within the estimated timeframes (e.g., 2-3 business days for standard Royal Mail), please note that these are estimates and not guaranteed. Delays can occasionally occur due to courier issues or other unforeseen circumstances.
• PO Boxes: Please note that we may be unable to deliver to PO Box addresses.

3. International Shipping:

• We are pleased to offer international shipping.
• Standard International Delivery: International orders are typically shipped via Royal Mail International Signed For (or an equivalent tracked service).
• Shipping Costs: International shipping costs vary depending on the destination country, and the weight and size of your order. Costs will be calculated and displayed at checkout.
• Estimated Delivery Times: International delivery times vary significantly depending on the destination. Please allow 7-10 business days, but this can be longer due to customs processing in your country.
• Customs, Duties, and Taxes: International orders may be subject to import duties, taxes, and customs clearance charges in the destination country. These charges are the sole responsibility of the customer. Chesterfield Models is not responsible for these charges and cannot predict what they may be. We recommend you contact your local customs office for further information before placing your order. Refusal to pay these charges may result in your parcel being returned to us, and any return shipping costs and duties incurred by us will be deducted from your refund.  

4. Packaging:

• We take great care in packaging your models to ensure they arrive safely. We use safe and environmentally friendly packaging materials where possible to avoid damage during transit.
• Many of our models are delicate and may contain small parts. Please handle them with care upon arrival.

5. Order Tracking:

• Where available, you will receive a tracking number with your dispatch confirmation email, allowing you to monitor the progress of your delivery.

6. Missing or Damaged Items in Transit:

• If your order arrives damaged, or if items are missing, please contact us within 48 hours receipt at contact@chesterfield-models.co.uk or call us on 01246 923183.
• Please provide your order number and clear photos of the damage (including damage to the packaging and the item itself). This will help us to resolve the issue quickly.
• We will investigate the issue and arrange for a replacement, repair, or refund as appropriate, in line with our Returns Policy.
• If your order has not arrived within the expected timeframe, please contact us so we can investigate with the courier.

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Returns & Refunds Policy

We want you to be completely satisfied with your purchase from Chesterfield Models. If you have any issues, please contact us. This policy is in accordance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Your Right to Cancel (Cooling-Off Period for Online Orders):

• If you are a UK/EU consumer, you have the right to cancel your contract with us for most items purchased online within 14 days without giving any reason.
• The cancellation period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.  
• To exercise the right to cancel, you must inform us of your decision by a clear statement (e.g., a letter sent by post or email). You can contact us at:
  • Email: contact@chesterfield-models.co.uk
  • Phone: 01246 923183
  • Address: [Insert Your Business Address Here]
• Once you have notified us of your intention to cancel, you have a further 14 days to return the goods to us.
• Condition of Returned Goods (Cooling-Off Period): Goods must be returned in their original, unused, and saleable condition, with all original packaging and any tags or labels intact. Models should be handled carefully; we reserve the right to make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you (i.e., more than what is necessary to establish the nature, characteristics, and functioning of the goods, similar to how you might examine them in a shop).  
• Return Shipping Costs (Cooling-Off Period): You will be responsible for paying the direct cost of returning the goods unless we have agreed otherwise or if the item is faulty. We recommend using a tracked and insured service, as you are responsible for the goods until they are received by us.

2. Faulty, Damaged, or Incorrectly Described Goods:

• Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality.
• Short-Term Right to Reject: If your item is faulty, damaged upon arrival, or not as described, you have the right to a full refund if you notify us within 30 days of receiving the goods.
• After 30 Days: If a fault develops after 30 days but within six months of purchase, you are entitled to a repair or replacement. If a repair or replacement is not possible, or if it fails, you will then be entitled to a full or partial refund.
• Please contact us immediately at contact@chesterfield-models.co.uk or call 01246 923183 if you believe your item is faulty. Please provide your order number and a description and/or photos of the fault.
• Return Shipping Costs (Faulty Goods): If goods are confirmed as faulty, we will cover the reasonable cost of returning the item to us.

3. Items That Cannot Be Returned (Exclusions):

• The right to cancel (cooling-off period) does not apply to:
  • Personalised items or goods made to your specific order (e.g., custom 3D designs or prints that have been produced to your specifications).
  • Digital downloads once the download has started with your consent.
  • Items sealed for health protection or hygiene purposes if they become unsealed after delivery.
• This does not affect your statutory rights if these items are faulty or not as described.

4. Refunds:

• For Cancellations (Cooling-Off Period): If you cancel your contract, we will reimburse to you all payments received from you, including the costs of original outbound delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).  
• For Faulty Goods: If goods are confirmed as faulty, you will receive a full refund (if within 30 days or if repair/replacement is not possible/fails) or a repair/replacement as agreed.
• Processing Refunds: We will make the reimbursement without undue delay, and not later than:
  • 14 days after the day we receive back from you any goods supplied, or
  • (if earlier) 14 days after the day you provide evidence that you have returned the goods, or  
  • If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.  
• Refunds will be made using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.  
• We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.  

5. How to Return an Item:  

1. Contact Us: Before returning any item, please contact us at contact@chesterfield-models.co.uk or call 01246 923183 to inform us of your intention to return and the reason. Please provide your order number.
2. Package Your Return: Ensure the item is securely packaged, preferably in its original packaging, to prevent damage during transit. Include a note with your order number and contact details inside the parcel.
3. Send Your Return:
   • Our returns address is: *Please contact us for this address*
   • We recommend using a tracked and insured delivery service for your return, as we cannot be held responsible for items lost or damaged in transit back to us. Please keep proof of postage.

6. Exchanges:

• If you wish to exchange an item, please contact us. The easiest way to do this is often to return the original item for a refund (as per the policy above) and place a new order for the item you want.

7. Questions:

• If you have any questions about our Shipping & Returns Policy, please do not hesitate to contact us:
  • Email: contact@chesterfield-models.co.uk
  • Phone: 01246 923183 (Available 09:00-18:30 Monday – Sunday. Please note, our team members have individual skill sets and may not be able to answer your enquiry directly but will ensure contact is made by the relevant team member as soon as possible.)